Phoenix Technologies Achieves 360-Degree View Across Sales, Marketing, and Tech Support with Salesforce

"By consolidating our sales, marketing, and tech support operations on Salesforce, we improved information sharing, shortened the response time to our customers, and gained a 360-degree view of our customers."


Challenge
  • Phoenix Technologies, a global leader in device-enabling software, faced a corporate mandate to achieve a 360-degree view of the customer
  • The sales division had outgrown its homegrown Lotus Notes application, which had significant performance, sync, and data- integrity issues
  • The tech support staff suffered slow performance of an existing contact center application; sales and tech support could not share customer data, limiting support contract up-sell opportunities
  • With approximately 66 percent of the company's business conducted outside of the U.S., Phoenix required a system with multilanguage support

Solution
  • Selected ondemand salesforce.com Enterprise Edition over CRM software
  • Salesforce.com's Web-based model makes the system accessible from any location in six languages, including Japanese, two Chinese dialects, Dutch, and German
  • The Force.com API allowed quick and easy integration between Salesforce and an internal bug tracking application

Results
  • Integrated CRM ensures real-time customer data access and sharing across sales, tech support, marketing, and engineering
  • Senior management enjoys a a 360-degree view of the customer, made possible by the integrated solutionWeb leads automatically captured & distributed
  • A 10-fold increase in application performance with the new system resulted in improved agent productivity and adoption
  • A standardized sales management process allows for a more streamlined deal approval process
  • Automated lead distribution, along with accurate, timely forecasts, accelerate the sales lifecycle and boost sales revenue
  • International users can access the solution in their own languages, further boosting adoption, productivity, and communication
 
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